<img height="1" width="1" src="https://www.facebook.com/tr?id=899063296883775&amp;ev=PageView &amp;noscript=1">

Virtual Contact Centre from 8x8

Build better customer relationships with a cloud-based contact centre

Cloud Hosted 8x8 Contact Centre Icon

About Virtual Contact Centre

8x8 Virtual Contact Centre is a cloud-based solution that eliminates the need for on-premises equipment
and allows you to focus on what’s really important: your customers.

Constantly having to maintain, upgrade, troubleshoot and repair a contact centre system takes valuable time away from your core business. When customers need support and your out-dated technology gets in the way, you lose more than just revenue. You also miss opportunities to build long-term customer relationships. And you erode the value of your company’s most essential asset: customer loyalty.

 

Get Pricing on 8x8 Contact Centre

Book a Contact Centre Web Demo  

 

What you Need

The 8x8 Contact Centre solutions deliver all the calling features you will need included in the price:

  • Frequently Asked Questions (FAQ) Knowledgebase: turns every agent into an expert and ensures every customer receives accurate, consistent information via phone or email.
  • Agent/Supervisor Desktop: no software plug-ins or downloads required. Call agents and supervisors use the same desktop, but access different screens and functions based on their permissions.
  • Skills-based Routing and CTI: Skills-based routing matches callers with agents who can meet their needs. CTI (computer-telephony integration) delivers caller information to the agent’s screen along with the call so the call agent can provide more personalised service.
  • Supervisor and Inter-agent Communications: Web chat and notifications improve internal communications. Supervisors can send notifications to groups of call agents or chat with an agent without putting customers on hold. 
  • Interactive Voice Response (IVR): Enable customers to route themselves to the right agent or department using voice prompts. Managers can create their own basic IVR scripts or use 8x8’s optional eIVR (enhanced IVR) to offer more advanced self-service options.
  • Virtual Queuing and Web Callback: Instead of waiting on hold, customers can request a callback by leaving voicemail or completing a web form.
  • Outbound Dialling: Agents can place outbound calls to inform customers about the status of their order, purchase, or trouble ticket.
  • Chat Interaction: In addition to calling, customers can request support via chat, giving them multiple communication options.
  • Web-based Configuration Tool: Enables contact centre management without IT intervention. Authorised users can define hours of operation, create basic IVR scripts, and manage queues.
  • Wallboards: Quickly check the status of your queues to see whether you’re meeting service level agreements (SLAs). Move agents from one queue to another when necessary. Access the wallboard from your wall, desktop or iOS/Android smartphone or tablet.
  • API Support: Gain access to call information, customer data, and real-time reports. Our streaming API enables you to integrate CRM capabilities into your 8x8 Virtual Contact Centre.
  • Email Interaction: Allow customers to contact you via email and manage these interactions using 8x8’s CRM/ticket management system.
  • CRM Integrations: Use 8x8’s built-in CRM/ticket management system, or integrate your contact centre with a third-party CRM solution such as Zendesk, NetSuite, Salesforce, Zoho or Microsoft Dynamics.
  • Desktop Collaboration: Give agents another powerful support tool by allowing them to remotely control customer desktops.
  • Campaign Dialler: Efficiently manage sales and marketing campaigns. Track which customers have been contacted and the outcome of the interaction.
  • Call Recording: On-demand or random call recordings help in coaching agents. Easy recordings management and retrieval.

 

How you Need it

Contact centres that handle sensitive customer data must ensure their systems are protected. 8x8 is CPNI and PCI compliant. 8x8 Virtual Contact Centre can also be configured to be compliant with HIPAA, FISMA and FIPS 140-2 (level 2).

 

Where you Need it

8x8 Contact Centre is a cloud based service, have your call agents and supervisors wherever they are, whenever they need to. 

 

As Big as you Need it

8x8 offers four contact centre plans to meet the needs of any size organisation.

1. 8x8 Virtual Contact Centre Express (VCCx):

Designed with smaller call centres in mind, this plan supports up to 10 agents and provides inbound voice and softphone.

2. 8x8 Virtual Contact Centre (VCC):

The classic call centre option this plan provides inbound and outbound voice and chat features to improve customer service while reducing your costs.

3. 8x8 Virtual Contact Centre Pro (VCC Pro):

For more complex contact centres, this plan adds email support and our own CRM solution, along with an API for integration with third-party CRM systems such as SalesForce.

4. 8x8 Virtual Contact Centre Premier (VCC Premier):

The most advanced option, this plan offers the same features as 8x8 Virtual Contact Centre Pro but adds collaboration and outbound campaign dialling.

Features

  VCCx  

  VCC  

  VCC Pro  

VCC Premier

Web-based Configuration Tool

X X X X

Skills-based Call Routing and CTI

X X X X

Supervisor and Inter-agent Communications

X X X X

Agent/Supervisor Desktop

X X X X

FAQ Knowledgebase

X X X X

Interactive Voice Response (IVR)

X X X X

Virtual Queuing and Web Callback

  X X X

Outbound Dialing

  X X X

Chat Interaction

  X X X

Wallboards*

  1 2 3

API Support

  X X X

Email Interaction

    X X

CRM Integration

    X X

Desktop Collaboration

    X X

Campaign Dialer

      X

*Additional wallboards can be purchased separately

Any Questions? Just Ask

10 Mistakes to Avoid When Buying a Business Phone System

 

8x8 Cloud Hosted Business Phone Systems

 

 

8x8 Polycom Business Phone Handset

 

 

Get immediate ROI

Web-based tools eliminate client software installation.

Jumpstart training gets your agents up and running in hours.

Intuitive user interface shortens the learning curve for agents,supervisors and administrators.

 

Add CRM capabilities

8x8 is the only contact centre provider that includes CRM capabilities with its solution.

x8 Virtual Contact Centre can be integrated with leading third-party CRM solutions.

8x8 enables you to track phone, chat, email and voicemail contacts in your CRM solution.

 

Enhance the customer experience while reducing costs

8x8 Virtual Contact Centre provides the advanced communication tools you need to enhance the customer experience and deliver world-class support. Our solution is completely cloud-based, significantly reducing both your capital- and operating expenses. 

Unify communications. 8x8 is the only service provider today that offers a full set of cloud-based communications capabilities from telephony to unified communications and conferencing all the way through contact centre tools.

Speed time to market. Your organisation can deploy a state-of-the-art 8x8 Virtual Contact Centre in just weeks—or even days! Our cloud-based technology expedites rollouts across the country and around the world.

Increase productivity. Our intuitive, web-based user interface lets agents work anywhere, while centralised management and reporting features empower supervisors.

Maximise efficiency.8x8 can unite your distributed contact centres into one seamless customer support organisation. More efficiency means you can serve customers around the clock and reduce costs.

Researching Options?

The Gartner Magic Quadrant Report

Selecting the right UCaaS provider can improve your company's communication productivity and cost structure. The 21 providers evaluated vary in terms of geographic coverage, richness of services and scalability.

 

Download my Report

Researching Options?

 

Learn how the 8x8 Virtual Contact Centre can help build better customer relationships with an 8x8 cloud-based contact centre.

 

 

Download my Datasheet

Awards

8x8 is consistently named the best communications provider by industry experts, whose opinions matter, year after year.

2015 North America Cloud UC, Leading Provider Badge    Editor's Choice Top Cloud Communications Provider 2014 Badge    100 Telecoms Patents Badge    Champions for Business Communications Badge    CIO Impact Award, Frost & Sullivan Badge    Business News Daily Best Phone System for SME 2015 Badge